Award Category Criteria

Small Business innovation is critical for creating a competitive advantage, driving growth and delivering customer satisfaction. This award recognises those small businesses that have innovated to deliver a new product or service, outstanding customer experience, or business process. Entries for this category will only be accepted from independent businesses with between 2 to 20 employees, and annual revenues up to $10 million.

Criteria:

1.       Business Summary – Provide a description of the business, including when and why the business launched. (min 50 words) 
2.       Small Business Innovation – Describe the business innovation that has been delivered, including timeframes of delivery, what makes it unique or innovative, how it helped solve a business problem, limitation, or improved a customer experience. (min 150 words) (max 250)   
3.       Impact – Share evidence of how the innovation has been successful in delivering impact, including any supporting data or other metrics.  (max 250)

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At Australia Post our 2025 Sustainability Roadmap is driven by our purpose of delivering a better tomorrow, creating positive social, environmental and economic outcomes. Open to all retailers, this category recognises businesses that are driving sustainable change within the eCommerce industry through demonstrated process, product or innovation.

Criteria:

1.       Business Summary – Short description of the business including how sustainability has been integrated into business strategy. 
2.       Sustainability Initiative – Describe your sustainability initiative or innovation, where this sits in your business value chain or whether it’s integrated across the organisation (such as BCorp certification, sourcing renewable electricity or waste reduction initiatives).
3.       Impact – Explain the positive impact your business sustainability initiative has had on your business and the environment. Include supporting data, targets met (and how these are documented), any industry acknowledgement and how you are sharing your initiative beyond the business.

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Australia Post is proud to be one of Australia’s most diverse workforces. This category celebrates other businesses who have made an outstanding contribution to supporting diversity and fostering inclusion within their business and beyond including; Culturally and Linguistically diverse, Disability, Gender equality, Indigenous, LGBTQIA+ and Veterans.

Criteria:

1.       Business Summary – Short description of the business and why the promotion of Diversity and Inclusion is important.
2.       Diversity & Inclusive Initiative – Describe the initiative/s the business is delivering, to promote a diverse and inclusive culture and workplace.
3.       Impact – Explain the impact a diverse and inclusive workplace has had at an organisational, team and individual level, including any reporting metrics used to measure success and growth.

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This category is open to new and established online-only retailers who demonstrate best practice in merchandising, service, functionality and customer experience. Judging will be based not on overall size but on efficiency, ingenuity, dedication to customer experience and proven business success.

Definition of a Pureplay Online Retailer: Nominations for this category will only be accepted from businesses that have originated online and with no more than one physical store / showroom.

Criteria:

1.       Online Store History – Describe why the business was launched, when it was launched, who its target audience is, and what the business’s strategic vision is (max. 250 words).
2.       Technologies Used – List the supporting technologies used to underpin the online business and describe why these were chosen (max. 250 words).
3.       Site Usability – Outline the key usability features of your site that sets it apart as a leading example of online retail and which deliver an easy and engaging user experience (max. 250 words).
4.       Business Performance – Outline the key performance highlights of your website, please include any relevant financial data, sales figures, performance achievements, audience growth and other factors (max. 250 words). Quantifiable evidence of success is key in supporting a successful submission and will be highly regarded by the judges.
5.       Customer Experience – Describe the key elements of your site that makes it a best practice example of customer experience and sets it apart from others (max. 250 words).
6.       Site Design – Describe the elements of your site design that mark it out as an online retail leader, and provide links to sample for the judges’ benefit (max. 250 words).

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This category will reward retailers who manage to achieve excellence in customer experience throughout their customers’ online journey.  From the point of discovery, through to the look and feel of the website, to the personalisation, AI and ease of transition from selection, to ordering, to payment and finally to fulfilment, customer experience is the true differentiator between the retailer and its competitors. The winning retailer will be able to demonstrate how they have left a lasting impression across the buyer’s entire journey by proactively delighting their customers at every turn.

Criteria:

1.       Your Customer Experience Strategy – Describe the philosophy that drives your customer experience strategy?  What have you set out to achieve and what areas did you prioritise in the customer journey to ensure world class CX? Why did you make these area a priority? (max. 250 words)
2.       Customer Experience Differentiators – Describe the unique elements that make your customer experience worthy of being named the best in Australia (max. 250 words)
3.       People, Process, Product– Describe how you have aligned people, process and product to delight your customer and deliver exceptional customer experience (max. 250 words)
4.       Technologies Used – List the supporting technologies used to enhance CX and describe why these were chosen (max. 250 words).
5.       Business Performance – Outline the key performance highlights in customer experience. Please include any relevant financial data, NPS, performance achievements, CSAT, Loyalty and other factors (max. 250 words). Quantifiable evidence of success is key in supporting a successful submission and will be highly regarded by the judges.

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This category recognizes the achievements of small ecommerce exemplars who demonstrate best practices in ecommerce, innovation and growth, with an effective business strategy. Nominations for this category will only be accepted from independent businesses with between 2 to 10 employees, and annual revenues up to $10 million. Businesses that form a subsidiary of a larger group of businesses with employee numbers or revenues in excess of those outlined above will not be considered.

Criteria:

1.       Online Store History – Describe why the business was launched, when it was launched, who its target audience is, and what the business’s strategic vision is (max. 250 words).
2.       Technologies Used – List the supporting technologies used to underpin the online business and describe why these were chosen (max. 250 words).
3.       Site Usability – Outline the key usability features of your site that sets it apart as a leading example of online retail and which deliver an easy and engaging user experience (max. 250 words).
4.       Business Performance – Outline the key performance highlights of your website, please include any relevant financial data, sales figures, performance achievements, audience growth and other factors (max. 250 words). Quantifiable evidence of success is key in supporting a successful submission and will be highly regarded by the judges.
5.       Customer Experience – Describe the key elements of your site that makes it a best practice example of customer experience and sets it apart from others (max. 250 words).

Multichannel is open to retailers demonstrating best practice in integrating traditional bricks and mortar retail with digital retail in an innovative, effective way to grow the overall retail business. Judging will be based on the brand’s ability to successfully integrate both its offline and online touch points to maximise the multichannel customer experience. Judging considerations will focus on the offline, online, mobile and combined overall retail experience on offer, including strength of cross-channel functionality. Entries are welcomed from former pureplay online retailers which have augmented their offer via multiple physical points of presence (e.g. more than a single showroom / flagship store) as part of their strategy.

Criteria:

1.       Business History – Describe why the multichannel business was launched, when it was launched, who its target audience is, and what the multichannel strategic vision is (max. 250 words)
2.       Technologies Used – List the supporting technologies used to implement this strategy and describe why these were chosen (max. 250 words).
3.       Integration – Outline how the physical, online, mobile and social channels are integrated and how this benefits the customer (max. 250 words).
4.       Business Performance – Outline the key performance highlights of your multichannel business, please include any relevant financial data, sales figures, performance achievements, audience growth and other factors (max. 250 words). Quantifiable evidence of success is key in supporting a successful submission and will be highly regarded by the judges.
5.       Customer Experience – Describe the key elements of your site that makes it a best practice example of customer experience and sets it apart from others (max. 250 words).
6.       Multichannel – Describe the key features of your multichannel business that set you apart as a deserved winner of this award (max. 250 words).

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Addressing the consumer demand of merging online and offline, this category is designed for fantastic examples of technologies and innovations that have successfully blended physical with digital to add value for the customer and serve a great business need. This category is recognising innovation in physical stores, including pop-up or other live experiences and retail concepts, integrated seamlessly with digital campaigns and initiatives for an immersive phygital experience.

Criteria:

1.       Project History – Describe why the initiative was launched, when it was launched, who its target audience is, and what the strategic vision is (max. 250 words).
2.       Technologies Used – List the supporting technologies used to implement this strategy and describe why these were chosen (max. 250 words).
3.       Innovation – Describe the innovation and resourcefulness you used to drive a result better than expected (max. 250 words)
4.       Execution & Results – Describe the phygital initiative being entered, and outline how this was executed and how it delivered a positive business outcome (max. 250 words). Quantifiable evidence of success is key in supporting a successful submission and will be highly regarded by the judges.

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We’re looking for the most imaginative initiatives in the online retail space, whether that is in site design, usability, customer experience, service, fulfilment or any other area of the retail discipline. What we’re looking for is something original, exciting and practical. Submissions should be able to prove demonstrably how innovation has led to tangible, positive results.

Criteria:

1.       Project History – Provide a detailed description of your online retail marketing initiative, including links or screenshots to samples of your creative (max. 250 words)
2.       Strategy – Describe the intended audience, objectives, strategic and creative approach of the campaign (max. 250 words).
3.       Execution – Outline how you executed the campaign, including promotional channels, creative examples and other elements (max. 250 words).
4.       Results – List the key results from the campaign; please include any relevant financial data, sales figures for that period, performance achievements, audience growth and other factors (max. 250 words). Quantifiable evidence of success is key in supporting a successful submission and will be highly regarded by the judges.

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This category is open to new and established retailers who demonstrate best practice in innovation, service, functionality, delivery and customer experience when it comes to Food & Beverage retailing online. Judging will be based not on overall size but on efficiency, ingenuity, dedication to delivering food & drink – be it perishables, groceries or ready to eat meals.

Definition of a Online Food & Beverage Retailer: Nominations for this category will only be accepted from businesses that sell food and beverage online, either as a pureplay or multichannel retailer, or as a restaurant group preparing and delivering fresh meals.

Criteria:

1.       Business History – Describe why the business was launched, when it was launched, who its target audience is, and what the business’s strategic vision is (max. 250 words).
2.       Technologies Used – List the supporting technologies used to underpin the online business and describe why these were chosen (max. 250 words).
3.       Site Usability – Outline the key usability features of your site that sets it apart as a leading example of online retail and which deliver an easy and engaging user experience (max. 250 words).
4.       Innovations – outline any core innovations to overcome challenges that are unique in Food & Beverage retailing  that have enhanced customer experience and satisfaction.
5.       Business Performance – Outline the key performance highlights of your website, please include any relevant financial data, sales figures, performance achievements, audience growth and other factors (max. 250 words). Quantifiable evidence of success is key in supporting a successful submission and will be highly regarded by the judges.
6.       Customer Experience – Describe the key elements of your site that makes it a best practice example of food & beverage retailing and sets it apart from others (max. 250 words).
7.       Site Design – Describe the elements of your site design that mark it out as an online retail leader, and provide links to sample for the judges’ benefit (max. 250 words).

Best Online Fashion Retailer is open to retailers demonstrating best practice in retailing fashion products and utilizing innovative technologies to recreate the instore purchasing experience, online. 

Criteria:

1.       Business History – Describe why the business was launched, when it was launched, who its target audience is, and what the strategic vision is within the world of fashion (max. 250 words)
2.       Technologies Used – List the supporting technologies used to implement this strategy and describe why these were chosen (max. 250 words).
3.       Integration – Outline how the physical, online, mobile and social channels are integrated and how this benefits the customer (max. 250 words).
4.       Business Performance – Outline the key performance highlights of your business, please include any relevant financial data, sales figures, performance achievements, audience growth and other factors (max. 250 words). Quantifiable evidence of success is key in supporting a successful submission and will be highly regarded by the judges.
5.       Fashion Buying Experience – Describe the key elements of your site that makes it a best practice example of customer experience in online fashion retailing and sets it apart from others (max. 250 words).

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This award is for the best overall, multi-channel site design and integration from an aesthetic, usability and technology perspective, with specific focus on conversion optimisation features to improve shopability and the path to purchase. This category includes mobile friendly use and/or smartphone application.

Criteria:

1.       Site Usability – Outline the key usability features of your site that sets it apart as a leading example of online retail (max. 250 words).
2.       Site Design – Describe the elements of your site design that mark it out as an online retail leader, and provide links to sample for the judges’ benefit (max. 250 words).
3.       Site Optimisation – Describe the conversion optimisation features on the site, including the checkout process (max. 250 words).
4.       Technologies Used – List the supporting technologies used to implement this strategy and describe why these were chosen (max. 250 words)
5.       Mobile Site/Application Design & Usability – Describe the elements of your mobile site/application design and usability support and delight your customers and that that mark it out as UI leader. Please provide links to sample for the judges’ benefit (max. 250 words).
6.       Business Performance – Outline how your website’s usability and design has contributed to the overall performance of your business and improved the customer experience. Please include any relevant financial data, sales figures, performance achievements, audience growth and other factors (max. 250 words).

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Social media is the rocket fuel that boosts retailer’s engagement with their customers, and this category awards the retailer that makes an art form out of building community engagement through any and all social channels. The award recognises the most innovative and effective social commerce initiatives - those in which the retailer leverages social networks for brand building, customer service and a sales channel, while also tying social media to the online and physical store experiences.

Criteria:

1.       Business History – Describe how social commerce is utilised in your retail environment to engage, drive sales and provide service to customers, when the initiative was launched, who its target audience is, and what the project’s strategic goal is (max. 250 words).
   
   
2.       Social Channels Used – Describe the supporting social channels/networks used to implement and manage this initiative – e.g. Facebook, Instagram, Twitter, YouTube, Pinterest, user-generated content, etc. and why these were chosen (max. 250 words).
   
   
3.       Site Integration – Outline the key ways social commerce is integrated into the online and multichannel retail environment, i.e. social buttons on-site, inclusion of social conversations, ratings and reviews, sharing; gamification etc. (max. 250 words).
   
   
4.       Business Performance – Outline how the featured social commerce initiative has significantly contributed to the overall performance of your business, please include any relevant financial data, sales figures, performance achievements, audience growth and other factors (max. 250 words).

This category will reward retailers who focus on excellence in customer service across every touchpoint that serves to add value and create an experience that instils trust in the brand.  This award recognises those retailers who know that you are only as good as your last communication, your last action and your last mile.

Criteria:

1.       Customer Service Differentiators – Describe the unique elements that make your customer service worthy of being named the best in Australia (max. 250 words)
2.       Delivery, Returns and Other Relevant Customer Service Policies – Describe how you use these elements of the service offer to augment and enhance your customer value proposition to delight the customer and add value to their experience. List those features which that apply, and also support how you maintain those policies (max. 250 words)
3.       Channels and Resources Used for Delivering Customer Service – List the key channels used for customer service, suppliers and resources (max. 250 words)
4.       Technologies Used – List the supporting technologies used to deliver excellent customer service and describe why these were chosen (max. 250 words).
5.       Business Performance – Outline the key performance highlights in customer service. Please include any relevant financial data, NPS, performance achievements, and other factors (max. 250 words). Quantifiable evidence of success is key in supporting a successful submission and will be highly regarded by the judges.

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Are you taking the world by storm? This award is for Australian-based retailers who are making inroads into international markets. Judges will be looking for entries that demonstrate they have found overseas markets, adapted to the global marketplace, managed international shipping and logistics effectively, and built a substantial following in regions outside Australia. They will also be looking for innovation in how overseas presence and / or market penetration has been delivered and sustained.

Criteria:

1.       Business History – Describe why the international strategy was launched, when it was launched, what markets you are targeting outside Australia (max. 250 words).
2.       Suppliers Used – List the supporting partners of your international expansion and outline their role in optimising international trade (max. 250 words).
3.       Differentiation – Describe how you have differentiated and achieved success in expanding internationally (max. 250 words).

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A special award, nominated for free by the public, for the individual who has made the most outstanding contribution to the Retail e-commerce industry in Australia, this may include and is not limited to:

•       Changed and/or significantly impacted the Australian online retail industry.
•       Shown leadership to the benefit of the broader Australian online retail industry. Examples of leadership might include:
  a) lobbied the government,
  b) created exemplary tools/technologies that have enhanced the online retail experience
  c) contributed to leading strategy thinking or analysis of the industry,
  d)created connections between individuals and organisations for mutual benefit.
•       Set an example, promoted education and knowledge of online retail within the industry and/or mentored newcomers.
•       Made a meaningful and significant contribution to the health of online retail that may not be visible to the broader industry.

Criteria:

Provide a brief statement (max. 500 words) explaining why the individual that you are nominating has:

1.       Changed and/or significantly impacted the Australian online retail industry.
2.       Shown leadership to the benefit of the broader Australian online retail.
3.       Set an example, promoted education and knowledge of online retail within the industry and/or mentored newcomers.
4.       Made a meaningful and significant contribution to the health of online retail that may not be visible to the broader industry.

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In 2016, the Australia Post ORIAS Hall of Fame was introduced, an invitation-only honour bestowed upon those who have delivered sustained excellence and contributed over the life of the awards. The Hall of Fame Inductees include: Shoes of Prey, Appliances Online, Dan Murphy’s, Showpo, Tinyme, LoveHoney, and Cue. Once again in 2024, the judging panel will debate and nominate several inductees, with each brand inducted into the Hall of Fame earning permanent status as a member.

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The Best of the Best - the recipient of this award will be selected from the above categories as being the best of the best in Australian online retailing in 2022. Retailers are unable to complete an entry for this category. The winner of this award is picked from the total collection of entrants nominated as finalists for the above categories, and will be announced on the ORIAS gala evening. 

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